Discuss the following comment by Herb Kelleher, former CEO of Southwest Airlines, responding to the question, Aren’t customers always right?: “No, they are not. And I think that’s one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don’t carry those sorts of customers. We write to them and say, ‘Fly somebody else. Don’t abuse our people.’” (Freiberg & Freiberg, 1996, p. 268).